UserExperience

We educate you about the design process, explain strategy behind design decisions, and collaborate with you on a design that will transform the way you engage your customers.

Channel-Specific UX Insight

Web UX

Web user experience is more than just design. We use analytics and customer journey mapping to optimize your interaction design, information flow, navigation and interface. Users will enjoy a seamless brand experience when self serving on your website, in your customer web portal or via e-mail.

Mobile UX

As the buying power shifts generations and technology advancements drive smart phone purchases, it is increasingly important to ensure that your brand experience is fast, convenient and easy to use on any mobile device.

We understand there are specific considerations to account for in designing for the smaller, mobile screen and can help you create a consistent brand experience by aligning the functionality of the mobile app to that of your website.

Voice UX

The voice and user interface of your IVR provides instant branding, and branding helps organizations succeed. In addition to extending your brand, the user interface plays a central role in customer satisfaction and your ability to realize a return on investment with your contact center technologies.

Your IVR is also your busiest customer service representative, so make sure it’s performing for you. It is most important that the design of your IVR reflects the brand tenants of the enterprise, including the appropriate amount of automation, so customers can intuitively traverse it.

Persona Development

Understanding who your customers are and developing personalized communication that reaches them in their channel of choice is key to increasing customer loyalty.

We have an experienced team of consultants who can help you create customer personas, using user archetypes, for all your customer segments. This will enable you to implement a customer-centric design that is tailored to your customer segment profiles and behaviors.

USER ARCHETYPES

We incorporate user-centered design principles to develop user archetypes based on a number of inputs that help us understand how your customers – by segment – prefer to communicate with you, including

Your customer demographics

The reasons end users contact you

The channels in which they contact you

Using behavior archetypes and survey modeling, we can determine how to design your web, mobile or voice solution based on how your customers interact with you.

For example, when looking at website behavior archetypes, you could have leisure browsers, task-centric customers, or visitors who frequent your website but rarely purchase or contact you. Archetypes are a good tool for validating interactive elements and user flows.

IVR PERSONA DEVELOPMENT

It is important that your IVR reflects the right brand identity. Human beings – even subconsciously – develop impressions of the people they speak to based on their voices, the words they choose, and their speech patterns. We strongly recommend that this impression not be taken for granted. Instead, your design plans should include an IVR persona (or personality) that reflects the brand tenants of your organization and strikes the appropriate balance of being friendly, professional and helpful.

The persona can be thought of as the personality of your IVR application. It represents the personification of human-like characteristics, which either emerge spontaneously from the application or are overtly stated (for example by the IVR system introducing itself by name). It’s the embodiment of how your callers think of your IVR, and it is the voice of the system in every sense.

Audio Quality – professional voice talent recorded in a professional setting

Style – word choice and grammar of the prompting

We’ll help you leverage this conversational relationship between your IVR and customers by carefully crafting your persona to provide your callers with a satisfying call experience that embodies your organization’s brand.

Localization Services

Becoming a global enterprise entails much more than just translating your product or service into the local language. In today’s global marketplace, your products and services must reflect the local market in terms of culture, language and business requirements.

Localization is the process of creating a product or service that appears to have been produced in the target country. It will have the same look and feel as if it had been developed locally.

We can help you with:

Contact Center and Service Process Localization

Marketing Campaign Localization

Sales Process Localization

IVR Localization

Usability Testing

We test the way customers interact with your website, application or IVR to help align the user interface design with the user’s needs, limitations, mental models and cognitive styles. Our usability testing services provide quick and practical tools to accurately predict the user’s experience, so you can:

Discover and fix problems early in the process

Verify the success of your changes

Reliably benchmark your new application against legacy systems

At different points of the development lifecycle, we employ various usability testing techniques to ensure that our designs are usable, efficient and intuitive. Early in the design, we may do card sorting or Wizard of Oz testing to validate design decisions. Later in the project, we may initiate an evaluative usability study of the end-to-end system to identify any remaining usability issues.

More Professional Services

Support

Strategy

Make sure your business drivers and goals are mapped to the CX solution that will truly transform the way you engage your customers. We bring 15+ years of experience, leading industry practices and benchmarks and research to make sure you have a strategic roadmap that will lead you to success.